Twin Technology

TT StrikeForce

Secure services accessed over the internet and hosted in the cloud - Cloud Video Conferencing, Remote Consultation, Connected Devices and Remote Appointment Services. The Cloud service allows secure, high quality consultations and data exchange for people, places, and services through Clinical devices, Cameras, Systems, Mobile, PC's, Laptops and Tablet devices.

Features

  • Real Time Access
  • Remote Access
  • Device Agnostic
  • Collaborative Working
  • Encrypted Real Time Image and Video Sharing
  • Help Desk 24x7 365
  • UK Hosted
  • Simple To Use And Feature Rich
  • Calendar integration

Benefits

  • Access Anywhere Anytime
  • Works on Any Smart Device with a Camera
  • Assists Collaborative Working
  • Secure Video Consultations
  • Designed for Social Care and Health Care
  • Service Deployed on Concurrent Line Usage Model for Maximum Efficiency
  • Simple Business Intelligence and Analytical Reports
  • Improving Response Times and Missed Appointments
  • Word Class Encryption Standards Adhered To
  • Recording Service Allows non Attendees to watch play back later

Pricing

£0.25 to £9,999 a unit a month

  • Education pricing available
  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@twintechnology.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

2 3 3 2 0 2 2 0 3 3 8 2 4 2 9

Contact

Twin Technology Larry Rach
Telephone: 01923 228820
Email: sales@twintechnology.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
Occasionally the environment will need to be maintained, although these events are infrequent, we provide advance notice for all such events. Giving at least 1 weeks notice.
System requirements
  • Any Smart Device Can Be Used
  • Hardware Agnostic
  • Firewall Access Is Required

User support

Email or online ticketing support
Email or online ticketing
Support response times
Tickets and emails are answered in normal working hours, we have an SLA of 4 hours for all tickets during these hours.

No support is given at weekends unless we give prior agreement.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Via a third party platform you will be given a user name and password to assist you if required.
Web chat accessibility testing
We currently do not provide this unless we have arranged specifically for this to be part of the service. We do have 3 customers who work with us and provide a bespoke solution for them
Onsite support
Yes, at extra cost
Support levels
The subscription service for this will include all support costs.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
An Account Manager and pre-sales consultant will work with you to identify the correct service specification and configuration and if required
will attend site to conduct demonstrations and carry out surveys and audits. Once our proposal is accepted and our Cloud video service contract signed, we add the project to our internal task system and a Project Manager allocated.
Each new customer project is allocated a Prince 2 qualified PM
who assumes overall responsibility for the successful delivery of the project. The PM will communicate with the customer by phone, e-mail, video or in person.
A Project Initiation Document to define the project is issued once we have gathered all required information.
All user information is gathered and amended if required.
A meeting to discuss all aspect of the service configuration.
The service configuration agreement written up and issued.
The PM liaises with the Cloud IP Engineering team to manage the necessary resources.
The assigned Cloud IP Engineer configures the service and attends site to carry out the deployment.
Where the customer specifies on-site training, a trainer attends site to provide the necessary instruction. In addition to on-site training,
SHA provides training videos covering
the Cloud Video conferencing service.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats
  • Txt file
  • Word
  • Excel
End-of-contract data extraction
We will provide all data in 'csv' format if requested.
End-of-contract process
Once the contract ends, a charge for data will be applied if it is requested after the contract ends. This will be based upon the size of the data file and transport requirements. However we will keep this to the minimal.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Any Smart Phone
Service interface
No
User support accessibility
WCAG 2.1 A
API
Yes
What users can and can't do using the API
We will be using an open API technology
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
We will be opening periods of time to submit customisations for testing within the core solution. Once these have been accepted, we will open up further periods to engage with our platform.

Scaling

Independence of resources
Our compute service lets us run code without provisioning or managing servers. We execute our code only when needed and scales automatically, from a few requests per day to thousands per second.

Analytics

Service usage metrics
Yes
Metrics types
Metrics can be provided to the customer on usage and when calls took place. These are exported via the Vidyorouter and can be viewed in a CSV file.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Via a secure web-portal
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data protection between buyer and supplier networks
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
All conferencing streams are encrypted end to end
Data protection within supplier network
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
Cloud Video service operates from secure UK data centre locations and the equipment is only accessible by cleared TT SHA technical personnel. All customer data resides within the TT SHA managed racks and no data is transferred either outside of this environment of overseas. The Cloud video service operates in line with the guidance laid out in the ISO27001:2013 certification for Information and Security Management. We operate a robust data protection policy and retain customer data for the minimum amount of time necessary to deliver the service

Availability and resilience

Guaranteed availability
We use commercially reasonable efforts to make the Included Products and Services each available with a Monthly Uptime Percentage of at least 99.99%, in each case during any monthly billing cycle (the “Service Commitment”).
Approach to resilience
This information is available upon request, however as part of a solution request we will disclose this when we have understood your requirement.
Outage reporting
Emails Alerts.

Identity and authentication

User authentication needed
Yes
User authentication
Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels
If a client requires access to the Cloud Video Conferencing service administration portal they will access it via a secure HTTPS login using industry standard KPI
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
No audit information available
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Barclaycard
PCI DSS accreditation date
28/04/2019
What the PCI DSS doesn’t cover
American express transaction or Diner card transactions
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
No
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
We are working towards ISO 27001 standards
Information security policies and processes
We operate the service in line with four key policy documents:
Information Governance policy: overarching corporate controls including risk management, training and people controls, change control and incident response.
Information Management policy: information lifecycle from creation to
destruction including naming, storage, subject access, archiving, retention and destruction.
Information Security policy: the securing of data, hardcopy and
electronic, at rest and in transit including cryptography, access controls, virus and malware protection, passwords and penetration testing regimes.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All components are recorded on a asset register and asset tagged where
necessary. Should changes be needed a formal request is submitted to the
change management board and risks would be assessed against the
current safeguards in place against that component.
Based on this assessment that change management board
would recommend the correct and safest course of action.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Potential threats are identified through risk assessments. Our response to identified threats is measured on severity and impact. This also defines the level to which the issue is escalated.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We run anti-virus software on all servers and also gain reporting within our network on intrusion and unauthorised access attempts.
Incident management type
Supplier-defined controls
Incident management approach
When an incident or near miss occurs, the person reporting it must complete the information required on the form within 1 working day.
In the event of a fatality, major accident, dangerous occurrence, or any other health & safety incident arising having potentially major implications, a Director and the Corporate Governance Team should be notified as soon as possible, they will then decide if this is referred to the DPO and then to the ICO.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Social Value

Fighting climate change

Fighting climate change

Fighting climate change
Twin Technology believes in Green and environmentally friendly use of technology by -
• Sensibly and responsibly disposing off technologically outdated redundant equipment
• Reusing and reselling refurbished equipment
• Increasingly reduced use of print and paper
• Encourage use of environmentally friendly consumables
Covid-19 recovery

Covid-19 recovery

Covid-19 Recovery
Covid-19 has had a severe disrupting effect on business and affected the very basis of how the working practices and staff efficiency were conducted and monitored before vs post pandemic readjustment.

Twin Technology has been at the forefront of this by capitalising on the use of technology as an advantage in introducing new practices such as remote working and remote meetings and conferences.
Tackling economic inequality

Tackling economic inequality

Tackling economic equality
In the United Kingdom, there is a visible disparity between the people of the South of England and the rest of the United Kingdom in the North in terms of employment possibilities, levels of earnings, standards of living and affordability. Vast difference in house prices is another example.

By the use of appropriate technology, Twin Technology contributes to facilitates concentrating on the skills capabilities and experience of people independent of the geographic location where they might be working from.

This is consistent with the stated aim of the British Government of “Levelling up.”
Equal opportunity

Equal opportunity

It is our policy in recognition of all relevant legislation to ensure that there will be no discrimination on the grounds of colour, race, nationality, religion, gender, marital status, domestic circumstance, disability, sexual orientation, age, or any legal affiliation(s). This is a positive policy and it is the requirement of all staff, employed or contracted, to actively follow these requirements. In Recruitment We will implement selection procedures that ensure this policy is observed. For UK we will ensure that potential employees / Associates are eligible to work in the UK as specified in the Asylum & Immigration Act 1996. Further we ensure that selection will be measured only on the basis of the pre-defined job / project description, qualification and/or experience specification criteria for the requirements of the post. Applicants meeting these criteria will receive an interview and final selection will be based only on the best fit for the criteria of the job / contract. For Supplier / Sub-Contractor Selection We will select suppliers on their capability to meet our and thus our clients' requirements. To ensure this is adhered to, procedures are implemented to specify requirements and selection will be on criteria that includes, please request. For Existing Staff It is the expectation that all existing members of staff, Associates and Trainers will, through the normal course of their duties, observe this equal opportunities policy. It should be noted that this policy must be adopted in all working relationships with all other employees, clients, delegates and the general public. Failure to comply with any element of this equal opportunities policy will result in the employee being disciplined using the disciplinary and grievance procedure and in the case of contracted staff they are liable to be in breach of contract.
Wellbeing

Wellbeing

Wellbeing
Twin Technology recognises that especially post pandemic, the employee wellbeing in terms of stress management and mental health are of high importance.

Any needs amongst employees in this regard are identified in good time and where necessary, adequate treatment and counselling is facilitated.

Pricing

Price
£0.25 to £9,999 a unit a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Up to 30 days free trial
Third party integration is not included within the free trial.
Analytical reporting and BI is not included in the free trial as standard.

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@twintechnology.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.